Head Clerk Administrator II

Introduction

Maryland's Family and Medical Leave Insurance (FAMLI) program ensures that all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public‑facing service. We are in the early stages of building something as large and far‑reaching as unemployment insurance or a new health department.

Delivering services primarily through a website, over the Internet, represents a new way of doing business in government.

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Maryland Department of Labor
100 S. Charles Street
Baltimore, Maryland 21201

The Head Clerk is a supervisory‑level position in the Appeals Unit of the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The head clerk pre‑reviews and intakes appeals, assigns cases to clerks and hearing officers, and ensures their timely processing. The role also involves supervising and managing other clerks while maintaining high‑quality, customer‑focused services that support the FAMLI appeals process.

• Provides administrative, procedural, and case‑management support to hearing officers throughout the appeals process.
• Reviews appeal filings and case records for completeness and procedural compliance and coordinates internal and external follow‑up on outstanding issues.
• Coordinates hearings and related conferences, prepares case materials and correspondence, and maintains official case records.
• Maintains case‑management systems, monitors case progression and deadlines, and supports timely adjudication of appeals.
• Serves as a point of contact for appellants, employers, representatives, and internal stakeholders regarding appeals procedures and hearing logistics.
• Coordinates with internal and external stakeholders to obtain records, resolve procedural issues, and support efficient case processing.

• Maintains knowledge of applicable laws, regulations, policies, and procedures governing appeals administration.
• Assists in the development and maintenance of standard operating procedures, forms, templates, and other operational resources.
• Participates in training and professional development activities and ensures the confidentiality and integrity of case records.

• Recruits, trains, supervises, and evaluates clerical staff supporting Appeals Unit operations.
• Assigns and monitors work, provides guidance and coaching, and ensures compliance with established policies and procedures.
• Supports implementation of new processes and technologies and identifies opportunities to improve operational efficiency and customer service.
• Performs other duties as assigned.

Education:

Graduation from an accredited high school or possession of a high‑school equivalency certificate.

Experience:

Five years of administrative staff or professional work.

• Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year‑for‑year basis for the required experience.

• Experience supporting administrative hearings, appeals, investigations, legal proceedings, or other adjudicatory processes.
• Experience maintaining case‑management systems and official records.
• Experience…